Wired and Dangerous: How Your Customers Have Changed and What to Do About It: How Your Customers Have Changed and What to Do About It

by Chip R. Bell and John Patterson

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Customers today are picky, fickle, vocal, and “all about me” vain. With the reach and influence of the Internet, they are also powerful. If they receive poor or impersonal service, they talk back—with a single snarky video or damning review gone viral, they can bring down a company. To succeed in this new world, it is vital that customers are treated not as cash machines but as collaborators. Chip Bell and John Patterson analyze this service revolution and provide a tested formula for transforming today’s edgy customers into eager partners. Using real-world examples, they detail compelling methods and pragmatic tools for bringing harmony and balance to a relationship that was out of whack even before the Internet.
  • ISBN10 1605099759
  • ISBN13 9781605099750
  • Publish Date 30 May 2011 (first published 1 January 2011)
  • Publish Status Active
  • Publish Country US
  • Imprint Berrett-Koehler